HM Revenue & Customs (HMRC) will spend an extra £34m and recruit up to 1,000 extra contact centre staff to achieve its target of answering 90% of calls, chief executive Lin Homer has announced.
Currently, HMRC employs 8,500 staff who answered 48% of calls in 2010/11 and 74% in 2011/12. The latest decision brings forward HMRC's 2015 target for answering calls to March next year. Homer said the decision to move the target nearer was made after a consultation with the Joint Initiative on HMRC Service Delivery, which comprises of several professional bodies and charities. Homer said: "I am reprioritising our resources to make this additional investment possible, without impacting our other core customer services. "We remain committed to offering more online services and ot...
To continue reading this article...
Join Professional Adviser for free
Signup and gain exclusive members-only insights
- Unlimited access to real-time news, industry insights and market intelligence
- Stay ahead of the curve with spotlights on emerging trends and technologies
- Receive breaking news stories straight to your inbox in the daily newsletters
- Make smart business decisions with the latest developments in regulation, investing retirement and protection
- Members-only access to the editor’s weekly Friday commentary
- Be the first to hear about our events and awards programmes
